Known issues

Known issues are faults or defects with the Attend Anywhere platform that affect use of the system.

Top known issues

The following top known issues affect most customers.

Area	Description	Workaround
Call screen	Screen Sharing (MacOS 11.2/11.3 / Apple M1 chip) When a user on an Apple Mac (M1 chip) using the Safari web browser on macOS Big Sur (or earlier) shares their screen, a blank tile is displayed instead of the shared screen to participants using the Chrome or Edge web browsers on Windows-based computers and some Android devices.	Use Chrome as your Apple Mac web browser or upgrade to macOS 12 Monterey.
Call screen	iOS and iPadOS Sometimes, participants using the Safari browser on iOS (iPhones or iPads) cannot hear the remote party or vice-versa.	Reload the call-screen page in the browser. Restart the Safari browser app by swiping up or double-clicking the home button to view all open apps and close the Safari app. Once Safari has been restarted, re-join the call.
Call screen	iOS and iPadOS Participants waiting to join the call from an iPhone or iPad cannot control the waiting-music volume using the switches on the side of the device or the system’s volume settings.	None
Call screen	Network Occasionally, when one or more participants are on a slow mobile broadband connection, a call connection can drop out unexpectedly. On refreshing the call, the connection drops out again immediately.	End the current call and start a new call. If possible, callers on the slow mobile network should try to connect to a more reliable or faster network, such as a WiFi connection.
Call screen	Screen sharing When sharing a single application window, other participants may not see the contents of the application window update when changes are made.	Share your desktop instead, and make the application as large as it needs to be so that it is clearly visible to other participants.
Management console	Waiting areas If the user refreshes the Waiting Area (call queue) page, the notification sound no longer triggers when a new caller enters the queue.	Click anywhere on the Management Console page.

Known issues

The following known issues may affect some users.

Area	Description	Workaround
Call screen	iPadOS 17 Intermittently, iPads running iPadOS 17, do not capture video from the camera. Other callers see a blank video display but can hear audio.	Update the system software to iPadOS 18.
Call screen	Camera If the active camera is removed during a call, the call doesn’t automatically switch to the default camera (as it does for microphones or speakers).	The caller can choose another camera and turn on video using the Camera button.
Call screen	Change background New background images aren’t saved for the next call if the browser window is closed after choosing the image.	Leave the browser window open for few minutes to upload the image to the service.
Call screen	Camera If a webcam microphone is disconnected, the call does not automatically switch to an alternative microphone.	Open Settings and select a new microphone.
Call screen	Video calls Sometimes, especially with more participants, the video imges can flicker as they resize slightly.	None
Call screen	Network When a participant has internet connection problems, other people might see a black rectangle instead of a video image.	None
Call screen	Laptop cameras Participants who have closed their laptop camera shutter, have a closed-camera icon as their video image. Because the image doesn't have a border, it makes it difficult for other participants to notice that they have joined.	Look for the icon showing a laptop camera switch.
Call screen	Android devices Occasionally, some Android browsers select a headset as the microphone and speaker for a call. It's not always possible to change the speaker using the call Settings.	Because changing the microphone changes the speaker too, open Settings and select a new microphone.
Call screen	Mobile devices The call-screen layout does not update correctly after rotating the device while the camera is turned off, and then turning the camera back on. The video camera shows a landscape preview while the phone is in portrait orientation.	Use the Camera button to turn the camera off and on again.
Call screen	Chrome extensions Sometimes, certain Chrome extensions disrupt the video call streaming resulting in a blank screen.	None
Call screen	Android devices When a user on an Android tablet or phone switches to Desktop view from their browser, the Share Screen button is available in the Call Screen but does not work.	Switch to Mobile view on your phone’s browser.
Call screen	People in Waiting Areas If an iPhone user disables the camera from the People in Waiting Areas list prior to the call starting, they will lose the audio from the remote party.	Enable the camera and the audio will work as expected. This issue will be resolved in a future release.
Call screen	Video calling Callers with low-bandwidth connections are sometimes prevented from joining calls in Waiting Areas that do not have a low-bandwidth restriction. The warning message that cautions Callers about the likely quality of the call experience, has been replaced by the message that prevents the Caller from proceeding.	If possible, use a connection with higher bandwidth. This issue will be resolved in a future release.
Group consultation	People list When admitting a caller to a group consultation, if there's network disruption, the waiting caller isn't admitted to the call, and also disappears from the list of waiting callers.	Close the window. Check the internet connection and from the waiting-area page, select Join group call.
Group consultation	Mac Safari When a waiting caller accidentally goes offline, the caller is not removed from the Waiting callers list.	None
Group consultation	Service provider When a service provider unexpectedly leaves a call (typically for network reasons) and then rejoins, all the callers might see an error banner incorrectly explaining that the provider has left the call and that the call will end in 2 minutes.	Dismiss the banner. The call will not end in 2 minutes.
Caller entry	Video Call Setup (iOS 15 and above) Sometimes, when a caller is connected to a headset or Apple AirPods via Bluetooth, they may encounter a microphone warning while entering the waiting area.	Turn the Bluetooth off and on on the mobile device being used to enter the waiting area. Re-join the call.
Caller entry	Video Call Setup When a caller immediately closes the Call Screen by selecting the close icon, the "Your call is being initiated" message is incorrectly displayed and the browser window freezes.	None
Caller entry	Video Call Setup When the JavaScript setting for a web browser or the Waiting Area address is blocked, callers are shown a blank page instead of the Waiting Area.	In your web browser's settings: Add the Attend Anywhere Waiting Area website to the list of allowed sites. Unblock JavaScript for all websites.
Caller entry	Video Call Setup The caller's Waiting Area selection is not retained upon selecting the Previous step button.	None
Caller entry	Video Call Setup The Waiting Area selection pre-populates with previous search terms upon selecting the Previous step button.	None
Caller entry	Video Call Setup The call status is not updated when the user refreshes the Call Screen. This issue occurs when PubNub is blocked.	None
Caller entry	Video Call Setup The user cannot uncheck the Terms and policies checkbox.	None
Caller entry	Video Call Setup If the Service Provider closes the Waiting Area while the caller is entering via the Video Call Setup, the caller is incorrectly informed that their call is being initiated.	None
Caller entry	Video Call Setup The caller is not notified when the Waiting Area is suspended, closed, or deleted while entering the Waiting Area through the Video Call Setup.	None
Management console	Transfer call When a service provider transfers a call to another waiting area, they retain the Provider role. Even when the provider only has a service-coordinator role for the waiting area. For example, the provider can still end the call for everyone.	None. To learn more, visit Roles and permissions.
Management console	Profile image When signed in on a mobile phone, changing the phone's orientation while trying to update your profile picture will cause the update to fail.	Keep the device in the original orientation until you have successfully uploaded the new image.
Management console	Platform Accounts report The totals shown on the report summary tile differ from those shown in the detailed report.	None
Management console	Duplicate Organisational Unit Names When changing the name of an organisational unit, if you enter and save the name of an existing organisational unit, a blank screen appears and the new name is not saved.	Refresh your browser. Re-open the organisational unit's General Information dialog. Enter a unique name for the organisational unit. Save.
Management console	Email changed' sign-in link When a platform user changes the email address associated with their user profile, they receive an email confirmation. If they sign in using the sign-in link in the email, a blank screen is displayed.	None
Management console	Consultations report The Time Of Transfer column is incorrectly showing a value for consultations that have not been transferred.	None
Management console	Breakout rooms list Sometimes, on devices with small screens, the breakout rooms list is cut off. This can occur when a group consultation call includes many participants.	None
Management console	Meeting Rooms, Meeting Room Members, and Meetings reports Users with the role of Meeting Room Administrator are not accurately accounted for in the Meeting Rooms, Meeting Room Members, and Meetings reports.	None
Management console	Test my equipment - Safari limitation When testing your equipment from the Waiting Areas page, the Speaker list does not show external devices when you are using the Apple Safari browser.	None
Management console	Meeting Rooms .csv report If a user has both Meeting Room Member and Meeting Room Administrator roles, the report incorrectly counts this as two users in the Total Meeting Room Members column.	None
Management console	Meeting Room Members .csv report If report tags are configured, members' names are duplicated in the Meeting Room Member column. Also, Organisational Unit report tags are not appended to the .csv report.	None
Management console	Waiting Areas - Test my equipment When microphone and camera access has been blocked via the browser, selecting Test my equipment results in a broken pop-up dialog on the Video call setup page. This issue does not affect the video call.	Unblock your microphone and camera via the browser settings.
Management console	Meeting Room Member report If report tags have been configured, in the downloadable .csv file report: The Meeting Room Member column is duplicated Organisational Unit tags are not appended.	None
Management console	Manage users Selecting the Copy email addresses to clipboard button does not copy meeting room user email addresses to the clipboard. A success notification is incorrectly displayed.	To copy meeting room addresses to the clipboard: In the Manage Users page of a Waiting Area or Organisational Unit, select Copy email addresses to clipboard. Return to the Manage Users page of the Meeting Room, select Copy email addresses to clipboard.
Management console	Email all users When choosing to email all users, invited users are not included in the email.	None
Management console	Waiting Areas When there is only one Group Consultation caller waiting to be admitted, and their name is identical to the provider's, the caller cannot be admitted to the call.	Update the First Name, Last Name, or the Waiting Area Alias fields for the provider in the User Profile dialog. 2. Relaunch the call.
Management console	Call screen When a waiting caller accidentally goes offline, the caller is not removed from the Waiting callers list.	None
Management console	Group Consultations The Being seen count in the Home panel displays the participants count instead of active Group Consultations call count.	The participant using the device installed with iOS 15 / iPadOS 15 must refresh their Call screen.
Management console	Mobile devices Sometimes, on mobile devices coming out of sleep or idle mode, an internet connection error message is displayed. This occurs even though the device is still connected to the internet.	On the internet connection error message, select the Check status button to continue.
Management console	Waiting areas A call with the status of Being Seen is incorrectly removed from the Waiting Areas page. This occurs when the provider who started the call leaves or disconnects from the call.	None
Management console	Organisational Units After creating a new Waiting Area, selecting the Manage Reporting Tags button will briefly show a different screen before the correct page is displayed.	None
Management console	Waiting areas In the Waiting Area page, the final two columns, Telephone and Participants, are missing on mobile devices when viewed in portrait orientation.	If you need to see these columns, put your device in landscape mode.
Management console	Kiosk The Kiosk link incorrectly establishes a call, even after the Waiting Area has been deleted.	None
Management console	Waiting Areas The Waiting Areas and Meeting Rooms are greyed-out for users with the Organisation Editor role.	None
Management console	Waiting Areas Users with the Organisation Editor role incorrectly see the Waiting Areas tile on the Home screen, and the Waiting Areas tab.	None
Management console	Organisational Units: If a session times out while editing the Default 'Please Read!' Text dialog, the user's changes are not saved, despite the save successful message that is displayed.	None
Management console	Waiting Areas The Change List section of the Audit Trail email does not include changes made to the Waiting Area.	None
Management console	Waiting Areas An incorrect back navigation link is displayed when the Manage Users page is refreshed.	None
Management console	Waiting Areas The Join Call menu item in the Waiting Areas page does not automatically update when a user (who is already on the page) has the role of Service Provider added. If a user with the role of Service Coordinator is looking at a Waiting Areas page and someone adds them as a Service Provider, the page does not automatically refresh to recognise their new role as Service Provider, therefore the Join Call menu item is not accessible.	None
Management console	Waiting Areas The Join Call menu item in the Waiting Areas page does not automatically update when a user (who is already on the page) has the role of Service Provider removed. If a user with the role of Service Provider is looking at a Waiting Areas page and someone removes them as a Service Provider for that Waiting Area, the page does not automatically refresh to recognise that they no longer have the role of Service Provider for that Waiting Area. One of the following will occur: The user can still join the call if they have clicked the patient’s row and Join Call is displayed before their role as Service Provider has been revoked. Clicking Join Call will display a red error message 'There was a problem joining the call, please try again.', but they can still join the call. The user cannot join the call because they had not yet clicked the patient's row. After their role as Service Provider has been revoked, Join Call is greyed-out and displays a spinning icon as it tries to refresh itself.	Refresh the page or navigate to another screen and return to the page. This will update the user's permissions so they can correctly see the actions they are permitted to take.
Management console	Management console Intermittently, when users on iPhones (particularly iPhone X) begin to type in a text field, white space is displayed above the keypad. Note: This is a Safari-related known issue This issue does not occur on iPhone XR devices	Scroll up for more visibility.
Management console	Mobile images When a user captures and uploads an image directly from their phone's camera, the uploaded image is rotated by 90 degrees clockwise in the Management Console (typically, this occurs in the User Profile dialog when a user uploads their profile picture).	Taking a photo while the phone is in landscape orientation, results in the image being uploaded in the same orientation.
Management console	Waiting Areas Rarely, clicking Join call from a Waiting Area's Caller menu on iPhones or iPads will do nothing.	Try the following: Reload the page and try again. Clear the browser cache to temporarily fix the issue.
Management console	Management console For participants entering a call using a Toshiba Portege tablet installed with Microsoft Windows 8.1, the video does not display and an error message is shown. This affects the following users: Service Providers are unable to enter the Call Screen and will not be visible to the Caller Callers are unable to enter the Waiting Area and will not be visible to the Service Provider	As investigations continue, the following workarounds may provide a solution: Use an external web camera instead of the in-built camera. Upgrade to Microsoft Windows 10.
Management console	Management console When a user's session has timed out in the background and they click the Waiting Area's link in Caller alerts text, a red message is displayed on the Sign-in page. This is observed for users using mobile devices.	Acknowledge the red alert message by clicking Got it, and sign into the Management Console to view the Waiting Areas page.
Management console	Reports Users with the Organisation Editor role can select the Delete Waiting Area option from the Waiting Areas page, however, pressing Delete results in no action occurring.	None
Management console	Self-provision Waiting Area Link stills works even when the user's email has changed mid-way during the provisioning process. Example: A user (who already has an Attend Anywhere account) receives an email containing the unique link to create a Waiting Area and Organisational Unit. Before they click the link, they elect to change their email in the Management Console. The link stills work in this case, even though the unique link is only valid for use with a specified email address.	None
Management console	Management console A user that only has the role of Organisation Editor will see a Page not available message on both the Waiting Areas tile on the Home page and the Waiting Areas page itself.	Ensure the user has a role in at least one Waiting Area to view these pages.
Management console	Waiting Areas - Default URL If a Waiting Area is using the default Waiting Area's hosted entry page link from the Organisational Unit, and this is updated at the Organisational Unit level, the Waiting Area link will not update until the page is refreshed. This means when a person selects Copy URL to clipboard function on the Waiting Area, they will copy the old link, not the updated one.	Refresh the Waiting Area page.
Management console	Meeting Room and Waiting Areas Meeting Room and Waiting Area pages do not automatically update caller status if an iOS / iPadOS user closes the browser window instead of using the Leave button.	Wait for four to five minutes for the page to update.
Management console	Organisational Units Sometimes in the Organisational Units page when selecting an Organisational Unit row, then deleting a Waiting Area, the Waiting Area count does not immediately update to reflect the deletion. This can occur when there are large numbers of Waiting Areas for an Organisational Unit.	Refresh the Organisational Units page to display the correct Waiting Area count.
Management console	Organisational Units Sometimes, when an Organisation Administrator updates the Organisational Unit's name in the General Information settings, automatic audit emails are not sent. This can occur when there are too many email recipients in the To: line.	None
Management console	Caller Information Leaflets Some users cannot upload a custom Caller Information Leaflet PDF file as expected, due to the size of the file. While the general maximum file size limit is listed as 'no more than 4MB', some users who uploaded files 3.37 MB large, received an error.	None
Management console	Meeting Rooms When all roles for invited users are removed via the Roles page, the invitation still displays on the Manage Users page.	Make sure you select the Cancel the invitation option on the Manage Users pages before removing roles from users.
Management console	Waiting areas When the configure menu is open on the Waiting Areas page, users are unable to edit the Waiting Area logo.	Close the configure menu to edit the Waiting Area logo.
Management console	Management console Rotating a tablet from portrait to landscape while the search field is highlighted, will cause an issue with the layout.	Change the orientation before using features such as search, or select Search again.
Management console	Organisational Units When the General Information settings are updated for the first time, the changes listed in the notification email are not accurate. Subsequent emails have no issue.	None
Management console	Waiting Area provisioning In the Create Waiting Area dialog, the create process does not complete if the user supplies the name of an existing organisation name, service name, or short URL extension. Instead of displaying the expected error message on selecting Create, the 'in progress' spinner displays in the button location, and does not stop. The create process does not complete.	Make sure that the names provided are unique. This issue will be resolved in a future release.
Management console	Management console Management Console When the management console displays the Page not available message, the Help about this page option is still available from the ? menu. There is no related help topic for this message, so the Help about this page option does not work as expected.	None
Management console	Android devices On occasion, tapping the Change my password link in the email message opens the management console's Sign in page, instead of the Reset Password dialog.	From the email message, tap the Change my password link again.
Management console	User accounts On occasion, for some time zones, the time zone set for a newly-created user account is the portal default, and not the new user's system time zone, as expected.	Open the User Profile dialog (User menu > My Profile), and manually set the Timezone field to your local time zone.
Management console	iOS devices When viewing the management console on some iPads using the Safari browser, the user feedback feature does not display correctly, and is essentially unusable.	None
Management console	Mobile devices When navigating to a specific Waiting Area page from the Waiting Areas activity summary, the destination page does not open at its top, as expected.	Manually scroll to the top of the page if necessary. In general, the caller queue will always be visible on opening, so this issue should not affect general use.
Management console	iOS devices When a user already has a browser tab open in the background that contains an online help topic, tapping a context link in the (Undefined variable: rationalise/ProductTerms.SoftwareShortform) does not switch the user back to the tab containing help content, even though that tab displays the newly-selected content.	Manually switch to the tab containing the help content. This appears to be a limitation in the behaviour of Safari-based browsers on iOS.
Reporting	Call activity For sites with extremely large data, the report tiles would sometimes time out. This would result in the tiles not displaying the option to download the CSV report.	None
Resources	Cookies On smaller screen resolutions, the Optional Cookies section of the Cookie Policy topic is obscured by the floating Accept Cookies dialog.	Use the zoom out feature of your browser to view the content, or view the topic on a device with a larger screen resolution.
API	Integration API (Join Video Room with Helper Function) A user with the role of Service Provider is able to launch the Call Screen using a Video Room ID used for a previous call. This happens because Video Room IDs are not immediately purged from the database. Therefore, users are still able to use Video Room IDs from previous calls.	Security risk: None. The user cannot access anything other than a blank Call Screen.

Updated 21 November 2024